1. Introduction

This policy defines the complete terms governing order cancellation, return, refund, dispute handling, and liability limitations. By placing an order with Chroma Merchandise, the customer agrees to all terms stated herein without exception.

2. Order Confirmation & Binding Nature

All confirmed orders, whether through Purchase Order (PO), Proforma Invoice (PI), or verbal/email confirmation, are treated as final and binding.

• Production and dispatch are initiated immediately upon confirmation.
• No cancellation is permitted after dispatch.
• Any modification request post-confirmation may be rejected.

3. Transportation Clause

All goods are dispatched via third-party transporters.

• Chroma Merchandise is not a logistics provider.
• Transit delays, route changes, or mismanagement are beyond our control.
• Estimated delivery timelines are indicative only.
• No refund shall be processed due to delay in delivery.

4. Risk Transfer

Once goods are handed over to the transporter:

• Risk transfers to the buyer.
• Any loss, damage, or delay during transit is transporter liability.
• Customer must coordinate with transporter for delivery updates.

5. Eligibility for Claims

Claims will be accepted only under strict conditions:

• Material not matching agreed TDS specifications
• Proven manufacturing defects
• Incorrect product dispatched

6. Non-Eligible Conditions

• Delay in delivery
• Customer project delay
• Improper storage or handling
• Application errors
• Partial usage of material
• Minor shade variation
• Environmental or site conditions

7. Claim Submission Process

Customer must follow strict process:

• Raise complaint within 48 hours
• Provide invoice, LR copy, batch details
• Submit photo/video proof
• Material must remain unused

Failure to comply results in automatic rejection.

8. Inspection & Testing

• Company reserves right to inspect site
• Lab testing may be conducted
• Decision based on technical analysis only

9. Refund & Replacement Policy

• Replacement is preferred over refund
• Refund processing time: 7–15 working days
• Only material value considered
• No labour, delay, or project loss compensation

10. Return Conditions

• Unused material only
• Original sealed packaging required
• Return freight borne by customer

11. Force Majeure

Company is not liable for delays due to:

• Transport strike
• Natural disasters
• Government restrictions
• Unexpected logistics issues

12. Limitation of Liability

Maximum liability is limited strictly to invoice value.

No indirect or consequential damages will be entertained.

13. Dispute Jurisdiction

All disputes shall be subject to jurisdiction of Mumbai courts only.

14. Policy Acceptance

Placing an order confirms full acceptance of this policy.

15. Final Authority

Chroma Merchandise reserves full rights to approve or reject any claim and interpret all clauses.